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Fujitsu 9600 using Intellicenter

Fujitsu 9600 using Intellicenter

Fujitsu 9600 using Intellicenter

We have a group of ACD agents forwarding calls to another ACD group all set up in Intellicenter and if the call goes unanswered by the second group, it reverts back to the original group instead of going to the programmed Routing Destination set up on the Route Table Content page. Is that the way it is supposed to work for a forwarded call in Intellicenter? It works properly when dialing the second group directly. Thanks.

RE: Fujitsu 9600 using Intellicenter

The system is doing what it was designed to do. The originating pilot see's the call as unanswered and pulls the call back to the que.
An agent should never fwd their phone. If they are not available to answer the phone then dont sign in. ACD = always chained to desk.If agents dont answer the phone acd is useless.

RE: Fujitsu 9600 using Intellicenter

Thank you for the confirmation. I assumed it was working as designed.

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